1物流客户关系管理的含义
客户关系管理(Customer Relationship Management, CRM)是一个不断加强与顾客交流，不断了解顾客需求，并不断对产品及服务进行改进和提高以满足顾客的需求的连续的过程。其内含是企业利用信息技（IT）术和互联网技术实现对客户的整合营销，是以客户为核心的企业营销的技术实现和管理实现。客户关系管理注重的是与客户的交流，企业的经营是以客户为中心，而不是传统的以产品或以市场为中心。为方便与客户的沟通，客户关系管理可以为客户提供多种交流的渠道。对客户关系管理应用的重视来源于企业对客户长期管理的观念，这种观念认为客户是企业最重要的资产并且企业的信息支持系统必须在给客户以信息自主权的要求下发展。成功的客户自主权将产生竞争优势并提高客户忠诚度最终提高公司的利润率。客户关系管理的方法在注重4p关键要素的同时，反映出在营销体系中各种交叉功能的组合，其重点在于赢得客户。这样，营销重点从客户需求进一步转移到客户保持上并且保证企业把适当的时间、资金和管理资源直接集中在这两个关键任务上。
CRM系统的宗旨是：为了满足每个客户的特殊需求，同每个客户建立联系，通过同客户的联系来了解客户的不同需求，并在此基础上进行"一对一"个性化服务。通常CRM包括销售管理、市场营销管理、客户服务系统以及呼叫中心等方面。“以客户为中心”，提高客户满意度，培养、维持客户忠诚度，在今天这个电子商务时代显得日益重要。客户关系管理正是改善企业与客户之间关系的新型管理机制，越来越多的企业运用CRM来增加收入、优化赢利性、提高客户满意度。
(1) 建立统一的信息编码系统；
(2) 设计能够良好反映事务特性的数据模型；
(3) 划分数据库类型，在分布式数据库管理系统和网络平台基础上，设计全局共享及局部共享数据库，以支持分布式数据处理，实现各分系统之间及其内部各功能模块之间的信息集成；
(4) 提供强大的数据库管理系统，并在此基础上敬爱拿过来完善的客户销售数据库、客户市场数据库、客户支持与服务数据库、企业综合信息数据库等。
由于CRM是以客户为整个管理的中心，不同于其它管理系统，其数据库管理有自己的特性。因此，需要建构自己的CRM数据库。在构建CRM数据库时，应注意CRM的特性，
同时也要注意CRM系统与企业其它管理系统的协调。
2.市场需求分析
现行的CRM软件还处于起步阶段，功能模块结构不尽相同，但是其基本的需求是一样的，其主要技术需求应包括六个方面：
2.1信息分析能力
CRM有大量客户和潜在客户的信息，企业应该充分的利用这些信息进行分析，使得决策者掌握的信息更加完全，从而能及时的作出决策。良好的商业情报是企业成功的一半。
2.2对客户互动渠道进行集成的能力
对多渠道进行集成与CRM解决方案的功能部件的集成是同等重要的。不管客户是与企业联系还是与销售人员联系，于客户互动都应该是无缝的、统一的、高效的。同一的渠道还能带来内部效益的提高。
2.3支持网络应用的能力
在支持企业内外的互动和业务处理方面，Web的作用越来越大，这使得CRM得网络功能越来越重要。如，网络可以为电子商务渠道提供支持。为了使客户和企业雇员都能方便应用CRM，需要提供标准化的网络浏览器，使得用户几乎不需训练就能使用系统。
另外，如果通过网络为客户提供在线反馈的话并能有专人及时传达信息给公司的售后服务部门，这将为公司留住客户（尤其是距离较远的）并使业绩添砖加瓦。
2.4建设集中的信息仓库的能力
采用集中化的信息、实时的客户信息，可使各业务部门和功能模块间的信息能统一起来。
2.5对工作流进行集成的能力
工作量是指把相关文档和工作规则自动化安排给负责特定业务流程中特定步骤的人。CRM解决方案应具有较强的功能，为跨部门工作提供支持，使这些工作能动态的、无缝的集成。
2.6与ERP功能的集成
如果CRM与ERP和财务、库存、制造、分销、物流和人力资源等连接起来，使之成为一个客户互动循环，这种集成能使企业在系统间搜集商业情报，而不是低水平的数据同步。
3.供应链管理与物流客户关系管理
3.1供应链管理（SCM）与物流客户关系管理（CRM）的关系
供应链管理与物流客户关系管理的最大共同点就是十分的重视客户。目前，所有的物流企业都必须在提高客户服务水平的同时努力的降低运营成本，必须有提高市场反应速度的时间给客户以更多的的选择。对客户需求的绝对重视是供应链发展的原则和目标，因而供应链从客户开始，到客户结束。供应链管理思想从以前的“推式”转为以客户需求为原动力的“拉式”供应链管理，更加重视客户。表现在：以客户需求为大前提，通过供应链内各企业的紧密合作，有效地为顾客创造出更多附加价值；对从原材料供应商、中间生产过程到销售网络的各个环节进行协调；对企业实体、信息及资金的双向流动进行管理；强调速度及集成，并提高供应链中各个企业的即时信息可见度，以提高效率。
客户关系管理主要应用于物流企业市场营销、销售、服务与技术支持等外部资源整合等领域。客户关系管理系统的企业一方面通过提供快速和周到的优质服务吸引和保持更多的客户；另一方面通过对企业业务的流程的重组降低企业成本。客户关系管理通过对客户详细资料的深入分析，来提高客户满意度，从而提高企业竞争力的一种方法。帮助企业最大限度地利用以客户为中心的资源，包括人力资源、有形和无形资产，并将这些资源集中应用于现有的客户和潜在的客户身上。
3.2面向SCM 和CRM系统的构建原则
(1) 将客户与供应链链接起来
首先，这意味着在伙伴之间共享交易数据。以保证较低的库存。其次，可以在供应链中通过正确的数据与位于第一线的员工联系起来。第一线的员工接到订单之后，应该清楚地了解不断更新库存和产品数据，据此就可以为客户提供准确的交付信息。同时，网络使得这些信息在供应链伙伴中的共享成为可能。
(2)支持企业由“科层制”向“流层制”管理模式的转变
许多的企业管理人员认为，科层制企业的组织结构和功能设置影响了客户关系建立。这种体制使得组织内服务客户的不同活动被分割开来，难以将客户信息完整地反馈回组织。流层制的管理模式打破了以功能划分的组织边界，使得组织将精力集中于最终结果，围绕客户而不是企业内部组织活动。流层制的管理模式促进了前端活动上游供应链的集成，其中也包括跨组织的活动。因此，流层制的模式可以大大的提高客户支持供应链的能力。
(3)倾听市场的需求信息，及时传达给整条供应链
动态的环境下，通过营销策略和信息技术掌握确切的需求。使企业供应链上的供应活动建立在可靠的基础上。保持需求与供应的平衡。同时，客户关系管理使企业通过新的业务模式，利用最新的新信息技术，扩大企业经营活动范围，及时把握新的市场机会，拥有更多的市场份额。
(4) 全面管理企业与客户之间的各种关系
企业与客户之间的关系。不公包括单纯的销售过程中的业务关系，如合同签订、订单处理、发货、收款等，而且包括企业营销及售后服务过程中的各种关系，如市场推广过程中与潜在客户关系等。对企业与客户之间的各种关系进行全面管理，将会显著提升企业营销能力、降低营销成本、控制营销过程中可能导致客户抱怨的各种行为。
4.数据挖掘在CRM的应用
数据挖掘可以应用到以客户为中心的企业决策分析和管理的各个不同领域和阶段。
4.1识别潜在客户，获取新客户
挖掘客户数据时，充分利用数据技术可以寻找有潜在价值的客户。识别这些潜在的客户主要是对已有的客户数据进行分析，对已有的客户分成不同的类型，对不同类型的客户群提供不同的客户服务和销售方案，并为这些客户提供有针对性的产品和服务来满足这些客户的要求。通过对已有客户的分类更容易使企业识别潜在的客户，并最终向着把潜在的客户转变成企业真正的客户，最终转变成忠诚客户。
4.2保持老客户
企业业务的增长不仅要靠获得新的客户，更重要的一点是留住已有的客户。现在获得新的客户的成本在不断的上升，因此留住老客户不失为企业发展的一个重要方向。数据挖掘可以识别出潜在的客户群，提高市场的回应率，做到有的放矢。另外，数据挖掘可以帮助企业识别出有离开意愿的客户，使企业采取合适的措施留住这批客户。
4.3发现重点客户
根据“20-80”原则，企业ＣＲＭ的一项重要任务就是发现和维系重要客户。运用分组或神经网络或决策树，可以形象地识别具有哪些特征的客户是企业最重要的客户。
4.4有利于交叉销售或者增值销售
交叉销售或者增值销售是客户关系发展的重要环节，是企业与客户之间实现双赢的重要手段。交叉销售是让客户购买企业的其他产品或者服务，增值销售是让客户购买附加的产品或服务，使客户购买的产品向着高价值的方向发展，两种销售都有延长客户关系的效果。对客户来讲，要想得到更多的产品和服务并能从中受益对企业来讲，这样会促进销售额的增长，从而从中获益。数据挖掘可以帮助企业找出最合理的销售搭配方案。
4.5提高供应链效率
供应链效率低的主要原因是供应链中的环节过多，数据挖掘中的关联原则分析可以分析买家和卖家的相关性，以减少供应链的中间环节，提高供应链效率。
4.6优化客户服务
可以利用数据挖掘技术获得不同类型客户对服务的要求，挖掘出客户的购买趋势以掌握客户的需求，适时的调整产品结构，从而有针对性的提供客户服务。来提高客户群的满意度，达到挽留客户的目的。
4.7提供决策支持
在大量的客户信息库中，运用数据挖掘技术，使客户数据可视化，直观形象的反应客户的信息，及时全面和动态的反应销售质量，为管理人员提供决策支持提供有效的手段和数据支持。
1．Customer Relationship Management
Customer Relationship Management (CRM) Relationship Management, however is a constantly strengthen the communication with customers, continuously understand Customer needs, and constantly for products and services to meet Customer and improve the needs of continuous process. The use of information technology contains is the enterprise (IT) art and the Internet technology to achieve customer's integrated marketing, is the enterprise marketing customer is the core of the implementation and management of technology. Customer relationship management attention is the communication with customers, enterprise's operation is the customer as the center, instead of the traditional product or take the market as the center. For the convenience of the communication with customers and customer relationship management can provide various communication channels. Customer relationship management application to the attention of enterprise to customers from the concept, this concept to the management that the customer is the most valuable asset of the enterprise and enterprise information support system must to customer information in the requirements development autonomy. Successful customers will create competitive advantages and autonomy to improve customer loyalty finally to improve the company's margins. Customer relationship management method in the notice at the same time, 4ps key elements in marketing system reflected in the combination of various crossover functions, the focus is to win customers. So, marketing focus from customer needs further transferred to customers to stay on and ensure enterprise have the right time, capital and management resources directly on the two key tasks.
CRM system tenet is: in order to meet the special needs of every customer with each customer, to establish contact with customers, through the contact to understand the different needs of customers, and on this basis "one-on-one" personalized service. Usually CRM including sales management, marketing management, customer service system and call center, etc. "Take the customer as the center", improve customer satisfaction, cultivation, maintain customer loyalty, in this day of e-commerce era appear increasingly important. Customer relationship management is to improve the relationship between firm and customer new management mechanism, more and more enterprises apply CRM to increase their income, optimizing the interests and to enhance customer satisfaction.
1. Establish unified information coding system;
2. The design can be good reflect the data model and characteristics of affairs
3. Partition type of database, in distributed database management system and network platform, design based on global sharing and local Shared database, to support points
4. Cloth type data processing, and realize the subsystem and its internal between the function module information between integration;
5. Provide a powerful database management system, and based on this beloved bring them here improve customer sales database, customer marketing database, customer support and
6. And service database, enterprise integrated information database, etc.
Because CRM is the center of the whole management clients, different from other management system, and its database management has its own characteristics. Therefore, it is necessary to construct their own CRM database. In constructing the CRM database, attention shall be paid to CRM characteristics, also want to note CRM system and enterprise other management system of coordination.
According to the requirement analysis, can draw system flowcharts are as follows:
2. Market demand analysis
The current CRM software is still in the initial stage, function module structure is endless and same, but its basic needs are the same, its main technical requirements should include six aspects:
1 information analysis ability
CRM has large customers and potential customers information, enterprise should make full use of these information analysis, makes policymakers grasp of the information, thus can more fully timely decision making. Good business intelligence is the enterprise half of success.
2 to customer interaction channels of integrated ability
The integration of multi-channel function of CRM solutions with parts of integration is equally important. Whether the customer is and enterprise connected or contact with sales staff, to customer interaction should is seamless, unified and efficient. The same channel can also bring internal efficiency.
3 support network application ability
In support of both within and outside the enterprise interaction and business processing aspect, Web bigger role, this makes the CRM Internet functions more and more important. Such as, the network can provide support for e-commerce channel. In order to make customers and enterprise employees convenient application CRM, need to offer standardized web browser, allows the user to almost don't need training, it can use the system.
In addition, if through the network to provide online feedback words and can be promptly transmits information to the company's after-sales service department, this would retain customers (especially distance is farther) and make friend. Performance
Four construction centralized information repository ability
Using the information, real-time centralization of customer information, can make each business departments and function modules of information can unify between.
5 on workflow to integrated ability
The workload is to related documents and work rules for specific arrangement gives automation business process of specific steps. CRM solutions should have strong function, provide support for inter-departmental working, make these work can dynamic, seamless integration.
6 and ERP function integration
If CRM and ERP and financial, inventory, manufacturing, distribution, logistics and human resources, to be connected to a customer interaction cycle, this integration among systems can make the enterprise business intelligence collection, rather than low levels of data synchronization.
3. Supply chain management and customer relationship
management
1, supply chain management (SCM) and customer relationship management (CRM) relationship
Supply chain management and customer relationship management is the biggest have in common is that the customer. At present, the enterprise must be all in improving customer service levels at the same time the lower operating cost, to increase market reaction speed must have the time for customers to more choice. The absolute attention to customer needs is the supply chain development principle and target, thus supply chain from the customer, to customer over. Start Supply chain management thoughts from previous "push type" to take the customer demand as the dynamic "rumsfeld" supply chain management, attaching more importance to the customer. Displays in: take the customer demand as major premise, through the supply chain in the enterprise's close cooperation, effective for customers to create more value added; From raw material suppliers, middle of the production process to sales network coordinate; every link For corporate entity, information and capital management; the two-way flow Emphasizing speed and integration, and improve supply chain of various enterprise instant information visibility to improve efficiency.
Customer relationship management is mainly applied to enterprise marketing, sales, service and technical support to external resources integration, etc. Customer relationship management system enterprise on one hand through provide fast and considerate service to attract and keep more customers; On the other hand through the process of enterprise business restructuring decreases the cost. Customer relationship management of customers through the thorough analysis, detailed information to improve customer satisfaction, thus to improve the competitiveness of enterprises a method. Help enterprises to maximize customer as the center of being human resource, resources, including the tangible and intangible assets, and will these resources concentrated applied to existing customers and potential customers in the body.
2, the SCM and CRM system construction principles
1. Will the customer and supply chain link up. First of all, this means that in partners to share trading data. To ensure that the lower inventory. Secondly, can be in supply chain through the correct data with frontline staff in connected. Frontline staff after receiving orders, should clearly understand constantly updated inventory and product data, accordingly can provide accurate delivery information. Meanwhile, the network makes these information in the supply chain partners of sharing becomes possible.
2. Support enterprise by "the hierarchical" to "flow layer is made" management mode transformation. Many enterprise management personnel to think, the hierarchical structure
and function of enterprise organization set up affected customer relationship established. This system makes the organization in the different customer service activities are separated, difficult to complete customer information feedback back to organization. The management mode of flow layer with functional division of break the organization boundary, making the group will focus on the final result, focused on customer rather than enterprise internal organization activities. Flow layer management mode of the system to promote the integration of the supply chain upstream front activities, including inter-organization activities. Therefore, flow layer system mode can greatly improve the ability of customer support supply chain.
3. Listen to the needs of the market information, timely communicated to the whole supply chain. Dynamic environment, through the marketing strategy and information technology master the exact requirements. Make the enterprise supply chain activities based on reliable supply basis. Keep the balance of demand and supply. Meanwhile, customer relations management make enterprise through the new business model, using the latest new information technology, expand the scope of business activity, timely grasp new market opportunities, have more market share.
4. Overall management of the enterprise and customer relationships between. The relationship between firm and customer. Sales of injustice, including pure business relationship, such as in the process of contract signing, order processing, shipment, receipts etc, and including the enterprise marketing and after-sale service process in various relations, such as marketing process and potential customer relations. For enterprise and customer relationships between the comprehensive management, will significantly improve enterprise marketing ability, reduce marketing costs, control the marketing process could lead to all kinds of customers complain that behavior.
The application of data mining in CRM
Data mining can be applied to take the customer as the center of the enterprise decision analysis and management of different areas and stage.
1) to identify potential customers, acquire new customers.
Mining the customer data, make full use of data technology can search for a potential value for the customer. Recognition of the potential of existing customers are mainly analyzed, the customer data to existing customers into different types, different types of customers to provide different customer service and sales plan, and for these provide targeted products and services to meet the demands of customers. Based on the classification of existing customer more easily make enterprise identify potential customers, and eventually to potential customers turned into enterprise real customers, finally turned into a loyal customers.
2) keep old customers.
Enterprise business growth not only to get new customers by, more importantly retaining existing customers. Now the cost of acquired new customers in the constant rise, so keep old customer can yet be regarded as an important direction of enterprise development. Data mining can identify potential customers and improve market response rates, accomplish are offered. In addition, data mining can help enterprises to identify have left intend to customer, make enterprise take appropriate measures to keep this batch of customers.
3) found that key customers.
According to the "20-80" principle, the enterprise CRM a important task is discovery and maintaining important customers. Using groups or neural network or decision tree, can identify what features with images of the most important customer is the enterprise clients. 4) to cross selling or value-added sales.
Crossover sales or value-added sales is the important link of the customer relationship between firm and customer, is an important means to realize a win-win situation. Crossover sales is to let customers buy product or service to the rest of the enterprise value added sales is that customer purchase additional product or service, so that customers buy the product in the direction toward the high value, two sales have extended the effect of customer relationships. To the client, to get more products and services and will benefit to corporations, this will promote sales growth, thus benefit from it. Data mining can help enterprises to find out the most reasonable sales collocation program.
5) improve supply chain efficiency.
Supply chain is the main reason of the low efficiency of the supply chain link is overmuch, in data mining, the relevance principle analysis can be analyzed by buyers and sellers, to reduce the correlation of the intermediate link and improve supply chain efficiency.
6) optimizing customer service.
Can use the data mining technology for different types of customers on the service requirements, dig out the customer buy trend in order to master the needs of customers, timely adjustment of product structure, thus targeted provide customer service. To improve customer satisfaction and achieve the purpose of retain customers.
7) provide decision support.
Over a very large number of customer information database, the use of data mining technology, make customer data visualization, visualization reaction customer information, timely comprehensive and dynamic response sales for management personnel quality, provide decision support to provide effective means and data support.
工业设计原著选读 优秀的产品设计 第一个拨号电话1897年由卡罗耳Gantz 第一个拨号电话在1897年被自动电器公司引入，成立于1891年布朗强，一名勘萨斯州承担者。在1889年，相信铃声“中央交换”将转移来电给竞争对手，强发明了被拨号系统控制的自动交换机系统。这个系统在1892年第一次在拉波特完成史端乔系统中被安装。1897年，强的模型电话，然而模型扶轮拨条的位置没有类似于轮齿约170度,以及边缘拨阀瓣。电话，当然是被亚历山大格雷厄姆贝尔（1847—1922）在1876年发明的。第一个商业交换始建于1878（12个使用者），在1879年，多交换机系统由工程师勒罗伊B 菲尔曼发明,使电话取得商业成功,用户在1890年达到250000。 直到1894年，贝尔原批专利过期，贝尔电话公司在市场上有一个虚拟的垄断。他们已经成功侵权投诉反对至少600竞争者。该公司曾在1896年，刚刚在中央交易所推出了电源的“普通电池”制度。在那之前，一个人有手摇电话以提供足够的电力呼叫。一个连接可能仍然只能在给予该人的名义下提出要求达到一个电话接线员。这是强改变的原因。 强很快成为贝尔的强大竞争者。他在1901年引进了一个桌面拨号模型，这个模型在设计方面比贝尔的模型更加清晰。在1902年，他引进了一个带有磁盘拨号的墙面电话，这次与实际指孔，仍然只有170度左右在磁盘周围。到1905年，一个“长距离”手指孔已经被增加了。最后一个强的知名模型是在1907年。强的专利大概过期于1914年，之后他或他的公司再也没有听到过。直到1919年贝尔引进了拨号系统。当他们这样做，在拨号盘的周围手指孔被充分扩展了。 强发明的拨号系统直到1922年进入像纽约一样的大城市才成为主流。但是一旦作为规规范被确立，直到70年代它仍然是主要的电话技术。后按键式拨号在1963年被推出之后，强发明的最初的手指拨号系统作为“旋转的拨号系统”而知名。这是强怎样“让你的手指拨号”的。 埃姆斯椅LCW和DCW 1947 这些带有复合曲线座位，靠背和橡胶防震装置的成型胶合板椅是由查尔斯埃姆斯设计，在赫曼米勒家具公司生产的。 这个原始的概念是被查尔斯埃姆斯（1907—1978）和埃罗沙里宁（1910—1961）在1940年合作构想出来的。在1937年，埃姆斯成为克兰布鲁克学院实验设计部门的领头人，和沙里宁一起工作调查材料和家具。在这些努力下，埃姆斯发明了分成薄片和成型胶合板夹板，被称作埃姆斯夹板，在1941年收到了来自美国海军5000人的订单。查尔斯和他的妻子雷在他们威尼斯，钙的工作室及工厂和埃文斯产品公司的生产厂家一起生产了这批订单。 在1941年现代艺术博物馆，艾略特诺伊斯组织了一场比赛用以发现对现代生活富有想象力的设计师。奖项颁发给了埃姆斯和沙里宁他们的椅子和存储碎片，由包括埃德加考夫曼，大都会艺术博物馆的阿尔弗雷德，艾略特诺伊斯，马尔塞布鲁尔，弗兰克帕里什和建筑师爱德华达雷尔斯通的陪审团裁决。 这些椅子在1946年的现代艺术展览博物馆被展出，查尔斯埃姆斯设计的新的家具。当时，椅子只有三条腿，稳定性问题气馁了大规模生产。 早期的LCW（低木椅）和DWC（就餐木椅）设计有四条木腿在1946年第一次被埃文斯产品公司（埃姆斯的战时雇主）生产出来，被赫曼米勒家具公司分配。这些工具1946年被乔治纳尔逊为赫曼米勒购买，在1949年接手制造权。后来金属脚的愿景在1951年制作，包括LCW（低金属椅）和DWC（就餐金属椅）模型。配套的餐饮和咖啡桌也产生。这条线一直
外文翻译 原文 World Trade and International Trade Material Source:https://www.doczj.com/doc/796999458.html, Author: Ted Alax In today’s complex economic world, neither individuals nor nations are self-sufficient. Nations have utilized different economic resources; people have developed different skills. This is the foundation of world trade and economic activity. As a result of this trade and activity, international finance and banking have evolved. For example, the United States is a major consumer of coffee, yet it does not have the climate to grow any or its own. Consequently, the United States must import coffee from countries (such as Brazil, Colombia and Guatemala) that grow coffee efficiently. On the other hand, the United States has large industrial plants capable of producing a variety of goods, such as chemicals and airplanes, which can be sold to nations that need them. If nations traded item for item, such as one automobile for 10,000 bags of coffee, foreign trade would be extremely cumbersome and restrictive. So instead of batter, which is trade of goods without an exchange of money, the United State receives money in payment for what it sells. It pays for Brazilian coffee with dollars, which Brazil can then use to buy wool from Australia, which in turn can buy textiles Great Britain, which can then buy tobacco from the United State. Foreign trade, the exchange of goods between nations, takes place for many reasons. The first, as mentioned above is that no nation has all of the commodities that it needs. Raw materials are scattered around the world. Large deposits of copper are mined in Peru and Zaire, diamonds are mined in South Africa and petroleum is recovered in the Middle East. Countries that do not have these resources within their own boundaries must buy from countries that export them. Foreign trade also occurs because a country often does not have enough of a particular item to meet its needs. Although the United States is a major producer of sugar, it consumes more than it can produce internally and thus must import sugar.
E---MARKETING (From:E--Marketing by Judy Strauss,Adel El--Ansary,Raymond Frost---3rd ed.1999 by Pearson Education pp .G4-G25.) As the growth of https://www.doczj.com/doc/796999458.html, shows, some marketing principles never change.Markets always welcome an innovative new product, even in a crowded field of competitors ,as long as it provides customer value.Also,Google`s success shows that customers trust good brands and that well-crafted marketing mix strategies can be effective in helping newcomers enter crowded markets. Nevertheless, organizations are scrambling to determine how they can use information technology profitably and to understand what technology means for their business strategies. Marketers want to know which of their time-ested concepts will be enhanced by the Internet, databases,wireless mobile devices, and other technologies. The rapid growth of the Internet and subsequent bursting of the dot-com bubble has marketers wondering,"What next?" This article attempts to answer these questions through careful and systematic examination of successful e-mar-keting strategies in light of proven traditional marketing practices. （Sales Promotion;E--Marketing；Internet；Strategic Planning ） 1.What is E--Marketing E--Marketing is the application of a broad range of information technologies for: Transforming marketing strategies to create more customer value through more effective segmentation ,and positioning strategies；More efficiently planning and executing the conception, distribution promotion,and pricing of goods,services,and ideas;andCreating exchanges that satisfy individual consumer and organizational customers` objectives. This definition sounds a lot like the definition of traditional marketing. Another way to view it is that e-marketing is the result of information technology applied to traditional marketing. E-marketing affects traditional marketing in two ways. First,it increases efficiency in traditional marketing strategies.The transformation results in new business models that add customer value and/or increase company profitability.
外文出处： 《Exploiting Software How to Break Code》By Greg Hoglund, Gary McGraw Publisher : Addison Wesley Pub Date : February 17, 2004 ISBN : 0-201-78695-8 译文标题： JDBC接口技术 译文： JDBC是一种可用于执行SQL语句的JavaAPI（ApplicationProgrammingInterface应用程序设计接口）。它由一些Java语言编写的类和界面组成。JDBC为数据库应用开发人员、数据库前台工具开发人员提供了一种标准的应用程序设计接口，使开发人员可以用纯Java语言编写完整的数据库应用程序。 一、ODBC到JDBC的发展历程 说到JDBC，很容易让人联想到另一个十分熟悉的字眼“ODBC”。它们之间有没有联系呢？如果有，那么它们之间又是怎样的关系呢？ ODBC是OpenDatabaseConnectivity的英文简写。它是一种用来在相关或不相关的数据库管理系统（DBMS）中存取数据的，用C语言实现的，标准应用程序数据接口。通过ODBCAPI，应用程序可以存取保存在多种不同数据库管理系统（DBMS）中的数据，而不论每个DBMS使用了何种数据存储格式和编程接口。 1．ODBC的结构模型 ODBC的结构包括四个主要部分：应用程序接口、驱动器管理器、数据库驱动器和数据源。应用程序接口：屏蔽不同的ODBC数据库驱动器之间函数调用的差别，为用户提供统一的SQL编程接口。 驱动器管理器：为应用程序装载数据库驱动器。 数据库驱动器：实现ODBC的函数调用，提供对特定数据源的SQL请求。如果需要，数据库驱动器将修改应用程序的请求，使得请求符合相关的DBMS所支持的文法。 数据源：由用户想要存取的数据以及与它相关的操作系统、DBMS和用于访问DBMS的网络平台组成。 虽然ODBC驱动器管理器的主要目的是加载数据库驱动器，以便ODBC函数调用，但是数据库驱动器本身也执行ODBC函数调用，并与数据库相互配合。因此当应用系统发出调用与数据源进行连接时，数据库驱动器能管理通信协议。当建立起与数据源的连接时，数据库驱动器便能处理应用系统向DBMS发出的请求，对分析或发自数据源的设计进行必要的翻译，并将结果返回给应用系统。 2．JDBC的诞生 自从Java语言于1995年5月正式公布以来，Java风靡全球。出现大量的用java语言编写的程序，其中也包括数据库应用程序。由于没有一个Java语言的API，编程人员不得不在Java程序中加入C语言的ODBC函数调用。这就使很多Java的优秀特性无法充分发挥，比如平台无关性、面向对象特性等。随着越来越多的编程人员对Java语言的日益喜爱，越来越多的公司在Java程序开发上投入的精力日益增加，对java语言接口的访问数据库的API 的要求越来越强烈。也由于ODBC的有其不足之处，比如它并不容易使用，没有面向对象的特性等等，SUN公司决定开发一Java语言为接口的数据库应用程序开发接口。在JDK1．x 版本中，JDBC只是一个可选部件，到了JDK1．1公布时，SQL类包（也就是JDBCAPI）
Interaction design Moggridge Bill Interaction design，Page 1-15 USA Art Press, 2008 Interaction design (IxD) is the study of devices with which a user can interact, in particular computer users. The practice typically centers on "embedding information technology into the ambient social complexities of the physical world."[1] It can also apply to other types of non-electronic products and services, and even organizations. Interaction design defines the behavior (the "interaction") of an artifact or system in response to its users. Malcolm McCullough has written, "As a consequence of pervasive computing, interaction design is poised to become one of the main liberal arts of the twenty-first century." Certain basic principles of cognitive psychology provide grounding for interaction design. These include mental models, mapping, interface metaphors, and affordances. Many of these are laid out in Donald Norman's influential book The Psychology of Everyday Things. As technologies are often overly complex for their intended target audience, interaction design aims to minimize the learning curve and to increase accuracy and efficiency of a task without diminishing usefulness. The objective is to reduce frustration and increase user productivity and satisfaction. Interaction design attempts to improve the usability and experience of the product, by first researching and understanding certain users' needs and then designing to meet and exceed them. (Figuring out who needs to use it, and how those people would like to use it.) Only by involving users who will use a product or system on a regular basis will designers be able to properly tailor and maximize usability. Involving real users, designers gain the ability to better understand user goals and experiences. (see also: User-centered design) There are also positive side effects which include enhanced system capability awareness and user ownership. It is important that the user be aware of system capabilities from an early stage so that expectations regarding functionality are both realistic and properly understood. Also, users who have been active participants in a product's development are more likely to feel a sense of ownership, thus increasing overall satisfa. Instructional design is a goal-oriented, user-centric approach to creating training and education software or written materials. Interaction design and instructional design both rely on cognitive psychology theories to focus on how users will interact with software. They both take an in-depth approach to analyzing the user's needs and goals. A needs analysis is often performed in both disciplines. Both, approach the design from the user's perspective. Both, involve gathering feedback from users, and making revisions until the product or service has been found to be effective. (Summative / formative evaluations) In many ways, instructional
Strategic transformations in Danish and Swedish big business in an era of globalisation, 1973-2008 The Danish and Swedish context In the difficult inter-war period, a state-supported, protected home market orientation had helped stabilise both Denmark’s and Sweden’s economies, but after WorldWar II priorities changed. Gradually and in accordance with the international economic development, restrictions on foreign trade were removed, and Danish and Swedish industry was exposed to international competition. As a consequence, several home market oriented industries –such as the textile and the shoe industry –were more or less outperformed, while in Sweden the engineering industry soon became the dominant leader of Swedish industry, with companies such as V olvo, Ericsson, Electrolux, ASEA and SKF. In the Danish case, the SMEs continued to be dominant but in combination with expanding export oriented industrial manufacturers such as Lego, Danfoss, Carlsberg and the shipping conglomerates ok and A.P. moller-Marsk. In Sweden and Denmark stable economic growth continued into the 1970s, but due to the problems during the oil crises, the economies came into fundamental structural troubles for the first time since World War II. In the beginning this was counteracted by traditional Keynesian policy measures. However, because of large budget deficits, inflation and increasing wages, both the Danish economy from 1974 and the Swedish economy from 1976 encountered severe problems. Towards the late 1970s Denmark’s and Sweden’s economic policies were thus increasingly questioned. It was clear that Keynesian policy could not solve all economic problems. Expansive fiscal policies in terms of continued deficits on the state budget could not compensate for the loss of both national and international markets and step by step the Keynesian economic policy was abandoned. The increased budget deficit also made it difficult for the state to support employment and regional development. These kinds of heavy governmental activities were also hardly acceptable under the more market oriented policy that developed first in Great Britain and the USA, but in the 1980s also in Denmark and Sweden (Iversen & Andersen, 2008, pp. 313–315; Sjo¨ gren, 2008, pp. 46–54). These changes in political priorities were especially noticeable in the financial market. After being the most state regulated and coordinated sector of the economy since the 1950s, then between 1980 and 1985 the Danish and Swedish financial markets underwent an extensive deregulation resulting in increased competition. Lending from banks and other credit institutes was no longer regulated, and neither were interest rates. The bond market was also opened as the issuance of new bond loans was deregulated in Sweden in 1983. When the control of foreign capital flows was liberalised in the late 1980s the last extraordinary restriction was now gone. Together with the establishment of the new money market with options and derivates, this opened up to a much larger credit market and the possibility for companies to finance investments and increase business domestically as well as abroad (Larsson, 1998, pp. 205–207). Another important part of the regulatory changes in the early 1980s were new rules for the Copenhagen and Stockholm stock exchanges. Introduction on the stock exchange was made much
外文翻译 专业机械设计制造及其自动化学生姓名刘链柱 班级机制111 学号1110101102 指导教师葛友华
外文资料名称： Design and performance evaluation of vacuum cleaners using cyclone technology 外文资料出处：Korean J. Chem. Eng., 23(6), (用外文写) 925-930 (2006) 附件： 1.外文资料翻译译文 2.外文原文
应用旋风技术真空吸尘器的设计和性能介绍 吉尔泰金，洪城铱昌，宰瑾李， 刘链柱译 摘要：旋风型分离器技术用于真空吸尘器 - 轴向进流旋风和切向进气道流旋风有效地收集粉尘和降低压力降已被实验研究。优化设计等因素作为集尘效率，压降，并切成尺寸被粒度对应于分级收集的50％的效率进行了研究。颗粒切成大小降低入口面积，体直径，减小涡取景器直径的旋风。切向入口的双流量气旋具有良好的性能考虑的350毫米汞柱的低压降和为1.5μm的质量中位直径在1米3的流量的截止尺寸。一使用切向入口的双流量旋风吸尘器示出了势是一种有效的方法，用于收集在家庭中产生的粉尘。 摘要及关键词：吸尘器; 粉尘; 旋风分离器 引言 我们这个时代的很大一部分都花在了房子，工作场所，或其他建筑，因此，室内空间应该是既舒适情绪和卫生。但室内空气中含有超过室外空气因气密性的二次污染物，毒物，食品气味。这是通过使用产生在建筑中的新材料和设备。真空吸尘器为代表的家电去除有害物质从地板到地毯所用的商用真空吸尘器房子由纸过滤，预过滤器和排气过滤器通过洁净的空气排放到大气中。虽然真空吸尘器是方便在使用中，吸入压力下降说唱空转成比例地清洗的时间，以及纸过滤器也应定期更换，由于压力下降，气味和细菌通过纸过滤器内的残留粉尘。 图1示出了大气气溶胶的粒度分布通常是双峰形，在粗颗粒（>2.0微米）模式为主要的外部来源，如风吹尘，海盐喷雾，火山，从工厂直接排放和车辆废气排放，以及那些在细颗粒模式包括燃烧或光化学反应。表1显示模式，典型的大气航空的直径和质量浓度溶胶被许多研究者测量。精细模式在0.18?0.36 在5.7到25微米尺寸范围微米尺寸范围。质量浓度为2?205微克，可直接在大气气溶胶和 3.85至36.3μg/m3柴油气溶胶。
(文档含英文原文和中文翻译) 中英文翻译原文：
DESIGN and ENVIRONMENT Product design is the principal part and kernel of industrial design. Product design gives uses pleasure. A good design can bring hope and create new lifestyle to human. In spscificity,products are only outcomes of factory such as mechanical and electrical products,costume and so on.In generality,anything,whatever it is tangibile or intangible,that can be provided for a market,can be weighed with value by customers, and can satisfy a need or desire,can be entiled as products. Innovative design has come into human life. It makes product looking brand-new and brings new aesthetic feeling and attraction that are different from traditional products. Enterprose tend to renovate idea of product design because of change of consumer's lifestyle , emphasis on individuation and self-expression,market competition and requirement of individuation of product. Product design includes factors of society ,economy, techology and leterae humaniores. Tasks of product design includes styling, color, face processing and selection of material and optimization of human-machine interface. Design is a kind of thinking of lifestyle.Product and design conception can guide human lifestyle . In reverse , lifestyle also manipulates orientation and development of product from thinking layer.
外文翻译 原文 Foreign T rade o f China Material Source:W anfang Database Author:Hitomi Iizaka 1.Introduction On December11,2001,China officially joined the World T rade Organization(WTO)and be c a me its143rd member.China’s presence in the worl d economy will continue to grow and deepen.The foreign trade sector plays an important andmultifaceted role in China’s economic development.At the same time, China’s expanded role in the world economy is beneficial t o all its trading partners. Regions that trade with China benefit from cheaper and mor e varieties of imported consumer goods,raw materials and intermediate products.China is also a large and growing export market.While the entry of any major trading nation in the global trading system can create a process of adjustment,the o u t c o me is fundamentally a win-win situation.In this p aper we would like t o provide a survey of the various institutions,laws and characteristics of China’s trade.Among some of the findings, we can highlight thefollowing: ?In2001,total trade to gross domestic pr oduct(GDP)ratio in China is44% ?In2001,47%of Chinese trade is processed trade1 ?In2001,51%of Chinese trade is conduct ed by foreign firms in China2 ?In2001,36%of Chinese exports originate from Gu an gdon g province ?In2001,39%of China’s exports go through Hong Kong to be re-exported elsewhere 2.Evolution of China’s Trade Regime Equally remarkable are the changes in the commodity composition of China’s exports and imports.Table2a shows China’s annu al export volumes of primary goods and manufactured goods over time.In1980,primary goods accounted for 50.3%of China’s exports and manufactured goods accounted for49.7%.Although the share of primary good declines slightly during the first half of1980’s,it remains at50.6%in1985.Since then,exports of manufactured goods have grown at a much
外文翻译 原文 Marketing Material Source：Marketing Management Author：Philip Kotler Marketing Channels To reach a target market, the marketer uses three kinds of marketing channels. Communication channels deliver messages to and receive messages from target buyers. They include newspapers, magazines, radio, television, mail, telephone, billboards, posters, fliers, CDs, audiotapes, and the Internet. Beyond these, communications are conveyed by facial expressions and clothing, the look of retail stores, and many other media. Marketers are increasingly adding dialogue channels (e-mail and toll-free numbers) to counterbalance the more normal monologue channels (such as ads). The marketer uses distribution channels to display or deliver the physical product or service to the buyer or user. There are physical distribution channels and service distribution channels, which include warehouses, transportation vehicles, and various trade channels such as distributors, wholesalers, and retailers. The marketer also uses selling channels to effect transactions with potential buyers. Selling channels include not only the distributors and retailers but also the banks and insurance companies that facilitate transactions. Marketers clearly face a design problem in choosing the best mix of communication, distribution, and selling channels for their offerings. Supply Chain Whereas marketing channels connect the marketer to the target buyers, the supply chain describes a longer channel stretching from raw materials to components to final products that are carried to final buyers. For example, the supply chain for women’s purses starts with hides, tanning operations, cutting operations, manufacturing, and the marketing channels that bring products to customers. This supply chain represents a value delivery system. Each company captures only a certain percentage of the total value generated by the supply chain. When a company acquires competitors or moves upstream or downstream, its aim is